Published decisions
7,311
Decision volume in this year-product slice
Year + product analysis
Insurance complaints in 2020
A curated public analysis of Insurance in 2020, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
7,311 published FOS decisions in Insurance during 2020, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
7,311
Decision volume in this year-product slice
Upheld rate
22.3%
1,631 upheld decisions
Latest published decision 31 Dec 2020
Upheld rate
22.3%
1,631 upheld decisions
Leading firm
AXA France IARD
573 decisions
Leading complaint theme
Delay In Claim Handling
183 tagged decisions
Insurance in 2020
7,311 published decisions in the corpus sit in Insurance for 2020. 22.3% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.
AXA France IARD is the most visible firm inside this year-product slice, with 573 published decisions.
- 2020: 7,311 decisions, 22.3% upheld
- Leading complaint theme: Delay In Claim Handling
- Leading precedent signal: Consumer Credit Act 1974
Firm concentration and issue profile
AXA France IARD, Bank of Scotland Plc, Lloyds Bank PLC, and others are the firms most often associated with Insurance complaints in 2020. This gives a much tighter public view than the standalone year or product pages alone.
delay in claim handling, affordability assessment failure, non-disclosure or misrepresentation, and others are the strongest complaint-theme signals in this year-product combination.
- AXA France IARD: 573 decisions, 27.1% upheld
- Bank of Scotland Plc: 564 decisions, 2.3% upheld
- Lloyds Bank PLC: 382 decisions, 3.4% upheld
- U K Insurance Limited: 355 decisions, 25.1% upheld
- Barclays Bank UK PLC: 340 decisions, 10.9% upheld
Handling implications and precedent context
The advisory layer for Insurance points to recurring handling implications here, including review consumer credit act 1974 precedent (appears in 1.3% of cases), review section 140a cca precedent (appears in 1.1% of cases), review disp precedent (appears in 0.3% of cases), and others.
There is no strong “what loses” signal exposed for this product at the current advisory granularity.
- Leading complaint theme: Delay In Claim Handling
Representative cases
Recent published decisions in this slice
5 examples shown
DRN-174906931 Dec 2020Not upheld
The National Farmers' Union Mutual Insurance Society Limited · Insurance
DRN-1749069 The complaint Mr P is unhappy about The National Farmers' Union Mutual Insurance Society Limited declining his claim under his commercial business insurance policy. What happened A piece of equipment caught fire at Mr P’s business premises. This had to be put out with a fi... (2 pages)
View source decisionDRN-198659531 Dec 2020Not upheld
AXA Insurance UK Plc · Insurance
DRN-1986595 The complaint Mr S is unhappy that AXA Insurance plc has declined his claim and voided (cancelled from the start) his residential landlords home insurance policy due to misrepresentation (not correctly answering questions about cover). What happened Mr S’ rental property suffer... (2 pages)
View source decisionDRN-218865231 Dec 2020Upheld
MCE Insurance Company Limited · Insurance
DRN-2188652 The complaint Mr W has complained that MCE Insurance Company Limited failed to ensure a County Court Judgment (CCJ) had been set aside as agreed following its handling of a claim under Mr W’s motorbike insurance policy. Mr W’s mother Mrs S is representing him in his complaint. ... (3 pages)
View source decisionDRN-237289131 Dec 2020Upheld
Lloyds Bank PLC · Insurance
DRN-2372891 The complaint Mrs D and Mr G complains that Lloyds Bank PLC (“Lloyds”) mis-sold them a mortgage payment protection insurance (“MPPI”) policy. What happened Mrs D and Mr G were sold an MPPI policy in August 1995 that covered Mr G against accidents, sickness and unemployment. Th... (2 pages)
View source decisionDRN-240521331 Dec 2020Upheld
Royal & Sun Alliance Insurance Plc · Insurance
DRN-2405213 The complaint Mr and Mrs J are unhappy that Royal & Sun Alliance Insurance Plc declined their subsidence claim under their home insurance policy. What happened Mr and Mrs J had a leak from their shower. A claim was made but during the drying process cracks appeared. RSA arr... (2 pages)
View source decision